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Help Desk Coordinator: Visiting Nurse Health System

Visiting Nurse | Hospice Atlanta, Georgia's largest nonprofit homecare and hospice provider, has a rich 60 year tradition of serving its mission of delivering compassionate, innovative and cost-effective home health and end of life care in the Atlanta community. Its vision is to set the bar for quality in Georgia and be the first place patients, families, payers and other healthcare providers select when in need of homecare or hospice services.

Visiting Nurse | Hospice Atlanta provides skilled nursing, physical, occupational and speech therapies and medical social services to over 1000 patients in metropolitan Atlanta every day. In addition, Visiting Nurse | Hospice Atlanta provides care management to over 3,500 low-income patients each day through contracts with Georgia's Medicaid Community Care Services Program and DeKalb and Fulton County.

The Help Desk is the primary interface for all technology-related matters and is responsible for capturing reported issues, properly documenting requests and assigning resources to the appropriate IT team member. The position will serve as the coordinator for all end user help requests. The position is responsible for managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Help Desk functions. The position will supervise and verify the completion of end user help requests by IT team members. The Help Desk Coordinator will contribute to problem resolution by providing in-person and phone support to end users.

DUTIES AND RESPONSIBILITIES:
oMust have superior customer service skills.
oAssess the needs of incoming support requests and assigns IT team member as appropriate.
oOversees the entire lifecycle of help requests from intake to resolution.
oSupervises help request management of IT team members.
oVerifies IT team members abide by and follow established department policies and procedures.
oTranscribes and documents all reported issues accurately and timely in online tracking system.
oEnsures customer satisfaction levels are met and/or exceeded on assigned projects and day-to-day operations.
oDevelops feedback mechanisms and documents current performance of and sets targets for improvement for IT team members.
oProactively follows up with customer requests and verifies customer satisfaction.
oAssists in identifying, analyzing and reporting on trends and suggests remedies for problem areas.
oProvides telephone and onsite technology support for all levels of employees.
oProficiency in managing corporate inventory and implementing inventory policies and processes.
oProactively maintains accurate asset database. Tracks active and depreciated inventory. Maintains lost, stolen and terminated equipment logs. Creates and runs reports as requested.
oServes as a positive role model by exhibiting a "can-do," whatever-it-takes, winning attitude.
oAchieves and maintains excellent interpersonal relationships with all constituencies, and practices and promotes open communication.
oParticipates in on-call schedule as needed.
oPerforms other duties as assigned.

EDUCATION / EXPERIENCE:
o2 or more years management experience with focus on customer service.
oExperience with Microsoft Windows, Microsoft Office and Microsoft Outlook, Internet Explorer.
oExcellent oral and written communication skills and telephone, listening and customer service skills.
oMust have ability to multi-task and effectively prioritize work. Ability to handle several projects simultaneously while working with multiple end-users.
oDemonstrated strong problem solving and follow-up skills.
oTeam player who can work well in dynamic environment with proven experience working autonomously and with a team.
oDemonstrated effectiveness working with people having diverse skills, disciplines and cultural backgrounds.
oExperience working with remote staff strongly preferred.
oPrevious customer support experience in the Healthcare industry strongly desired.
oPrevious experience supporting desktop and notebook computers and end-users strongly desired.
oPrevious experience with Active Directory and Exchange 2007 desired.

Visiting Nurse Health System, Georgia's largest nonprofit homecare provider has a rich 60+ year tradition of serving its mission of delivering compassionate, innovative and cost-effective care management, home health and end of life care in the Atlanta community. Its vision is to set the standard for quality in Georgia and be the first place patients, families, payers and other healthcare providers select when in need of homecare or hospice services.

Visiting Nurse Health System provides professional clinical and care management services to over 5,000 patients in metropolitan Atlanta every day.

Visiting Nurse Health System is an EOE.

Edu - HS Graduate,LPN - Home Health

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